LiveOps

LiveOps
Private
Founders Steve Doumar
Doug Feirstein
Wendell Brown
Bill Trenchard
Headquarters Scottsdale, Arizona
Area served
 Worldwide
Key people
 Greg Hanover, General Manager
Number of employees
 150 full time
plus 20,000 work-at-home agents
Website www.liveops.com

LiveOps is a cloud call center company based in Scottsdale, Arizona. It was formed by the merger of Silicon Valley startup CallCast, founded in 2002 by Wendell Brown and Bill Trenchard,[1] and competing startup LiveOps, founded in 2000 by Steve Doumar and Doug Feirstein in Fort Lauderdale, Florida.[2][3]

LiveOps is a pioneer of the gig economy and the work-at-home virtual workforce industry,[4] and it has been featured at an INSEAD Case Study at Harvard Business Review.[5] Recently, LiveOps has inspired academic research in Operations Management which studies its innovative business model.[6] As of 2016, LiveOps employs the world's largest work-at-home call agent workforce with more than 20,000 agents, and its cloud platform had processed more than one billion minutes of customer service interactions.[7][8]

In 2015, the company moved its headquarters to Scottsdale, AZ. LiveOps provides U.S.-based agent services for insurance, health and human services, and retail customers. LiveOps’ scalable contact center services solution ensures that agents are available when needed, but also offers the flexibility to scale down when necessary. This on-demand solution consists of highly skilled agents, making LiveOps an ideal partner for any organization that experiences fluctuating call patterns.

History

In 2003, Florida-based LiveOps merged with California-based CallCast, renaming CallCast as LiveOps, and moving its headquarters to Redwood City, CA in 2004.[9]

In 2006, LiveOps named former eBay COO Maynard Webb as its CEO.[9]

In 2011, LiveOps named former Sybase president Marty Beard as its new CEO.[10]

In 2014, BlackBerry poached Marty Beard as their new COO[11] and LiveOps named former ShoreTel VP Vasili Triant as its new CEO.[12]

In July 2015, LiveOps relocated their headquarters from Redwood City, California to Cedar Park, Texas.[13]

In October 2015, LiveOps opens new Agent Services headquarters in Scottsdale, AZ.[14]

In December 2015, LiveOps announced that Marlin Equity Partners would acquire the LiveOps Cloud Platform business.[15]

In December 2016, Keith Leimbach was named CEO.[16]

Funding

LiveOps is a venture backed startup that has received over $50 million in venture capital funding.

CallCast (which merged with LiveOps) raised a $1 million Series A funding round in January 2002 with funding from Scott Banister, Wendell Brown, Reid Hoffman, Josh Kopelman, and Bill Trenchard.

LiveOps raised a $22 million Series B round in April 1, 2004 led by Menlo Ventures and CMEA Capital.

On February 13, 2007 the company raised a $28 million Series C round from Menlo Ventures, CMEA Capital, Benchmark, and Michael Dearing.

On January 27, 2014 LiveOps secured $30 million in debt financing from Comerica Bank.[17]

References

  1. ↑ "LiveOps Company History". LiveOps.com. January 1, 2014. Retrieved May 15, 2015.
  2. ↑ Botsman, Rachel (December 1, 2014). "Nine start-ups to rock your world". Australian Financial Review. Retrieved April 22, 2015.
  3. ↑ http://www.investing.businessweek.wallst.com/research/stocks/private/snapshot.asp?privcapId=20551412
  4. ↑ http://ip-208-90-202-81.liveops.com/company/history.html
  5. ↑ Stouras, Konstantinos I.; Girotra, Karan; Netessine, Serguei (October 1, 2014). "LiveOps: The Contact Centre Reinvented". INSEAD Business School Case 6097.
  6. ↑ Stouras, Konstantinos I.; Netessine, Serguei; Girotra, Karan (November 10, 2015). "First Ranked First to Serve: Strategic Agents in a Service Contest". Available at SSRN. SSRN 2696868. Missing or empty |url= (help)
  7. ↑ https://finance.yahoo.com/news/liveops-present-exhibit-international-cloud-160000198.html
  8. ↑ http://www.liveops.com/agents-on-demand
  9. 1 2 Barry, David (April 1, 2010). "The $100 Million Revenue Club: LiveOps Checks Off IPO Boxes". Wall Street Journal. Retrieved April 22, 2015.
  10. ↑ Kim, Elizabeth (June 21, 2011). "LiveOps names Marty Beard president, CEO". Silicon Valley Business Journal. Retrieved April 22, 2015.
  11. ↑ Martinez, Juan (July 21, 2014). "BlackBerry poaches former LiveOps CEO Marty Beard". TechRadar. Retrieved April 22, 2015.
  12. ↑ "Archived copy". Archived from the original on 2015-09-12. Retrieved 2015-04-23.
  13. ↑ http://www.businesswire.com/news/home/20150730006401/en/LiveOps-Announces-Cedar-Park-Texas-Corporate-Headquarters
  14. ↑ http://www.liveops.com/connect/pressroom/liveops-opens-new-agent-services-headquarters
  15. ↑ http://www.liveops.com/connect/pressroom/marlin-equity-partners-to-acquire-liveops-cloud-platform-business
  16. ↑ http://www.liveops.com/connect/pressroom/liveops-appoints-new-ceo-to-lead-contact-center-bpo-business
  17. ↑ https://www.crunchbase.com/organization/liveops
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